I am fairly new to using ServiceDesk Plus, my org has recently tasked me with figuring out this issue.

It involves external email addresses whether it is a custom domain and/or public (gmail, hotmail, etc...). When a new request is sent via email the conversation log will show that the requester has been sent an email upon creation of a new request and they do receive an email showing their request was created;however, when a new request is put in manually (i.e. when customer calls in) they do not receive an email. This works for internal addresses when a new request is created through the web and then for the external addresses for any updates after the ticket is created.

Trying to see if there is a special setting for when a new request is created on the web side but just see " Acknowledge requester by e-mail when a new request is received." which is selected.

Thanks for any insight you have!

Tanner